ICT Supporter – Service Desk | ITIL | M365 | Entra ID

Project overview

ICT Supporter – Service Desk | ITIL | Microsoft 365 | Entra ID

For a client in the energy sector in Bern, we are looking for a reliable and service-oriented personality as an ICT Supporter at Professional or Senior Level.

In this role, you will be the central point of contact for users, receive disruptions and service requests, analyze them in a structured manner, and ensure clean initial processing, prioritization, and forwarding. The focus is on professional support, high service quality, and stable operating processes in an environment with critical infrastructure.

Responsibilities

Experience:

Reference No.: 925150DO

Role: ICT Supporter

• Receiving, analyzing, and logging disruptions and service requests via telephone and ticket portal
• Processing and resolving known disruptions in First Level Support
• Ensuring a high first-call resolution rate
• Triaging, prioritizing, and forwarding complex requests to Second Level Support or specialized teams
• Tracking open tickets and ensuring transparent communication
• Managing user accounts, permissions, and group policies in Active Directory and Microsoft Entra ID
• Maintaining and updating solution guides and documentation in the Knowledge Base
• Contributing to the continuous improvement of support processes according to ITIL
• Completed basic vocational training as an IT specialist EFZ with a specialization in platform development or system technology, or an equivalent qualification
• Several years of experience in ICT Support, Service Desk, or User Support
• Sound knowledge of Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, client hardware, and common ITSM ticketing tools
• Experience in Incident Management as well as structured logging, processing, and forwarding of disruptions
• Good knowledge of ITIL processes, ITIL v4 Foundation certification is an advantage
• High customer and service orientation as well as professional interaction with users
• Structured, solution-oriented way of working and resilience in an operationally critical environment
• Clear and understandable communication towards users, support teams, and specialist teams
• Team-oriented, reliable, and empathetic personality
• Fluent German in spoken and written form, as well as English skills are an advantage

Project details

Bern and Region

80-100% (100% onsite)

Support Hours: 07:30-16:30

01.09.2026

End: 31.12.2027

If this position has sparked your interest, please send us your complete dossier via the link in this advertisement. If this position does not quite fit your profile and you wish to receive other positions directly, you can also send us your dossier via this advertisement or to [contact removed]. Contact us for more information about our company, our positions, or our attractive Payroll-Only program: [contact removed].

• Start: 2026-09-01
• Location: Bern, CH
• Languages: German

Source notes

ITech Consult is a Swiss company certified according to ISO 9001:2015 with branches in Germany and Ireland. ITech Consult specializes in placing IT candidates for contract work. We were founded in 1997 by IT professionals and therefore know how important professional support is for project search and work.